Remote Customer Success Associate

Mode Mobile, LLC; Manila; Remote; PHP 223,000 - 424,000; Full time

Benefits offered by this job

Remote-first

Competitive compensation

Equity plan for full-time

Bonuses (Bonus Program)

Team milestones & wellness

Bonusly recognition

No meetings Wednesdays

Open PTO & holidays

Job summary

Mode.Inc is seeking a Customer Service Associate to assist customers with product, app, and offers questions via email, chat, and social media. You will play a key role in customer retention with a friendly, proactive approach and maintain knowledge of our products and policies.

You will respond to inquiries, resolve issues, and elevate concerns as needed while upholding confidentiality and delivering high-quality service.

Qualifications

• 2+ years of customer service experience.
• Fluent in English; Spanish is a plus.
• Excellent verbal and written communication skills.
• Team player with a solutions-focused mindset.

Responsibilities

• Provide high-level, personalized support to customers via email, chat, and social media.
• Attend training sessions to grow knowledge of products, services, offers, policies.
• Identify customer needs and help customers find solutions to their unique scenarios.
• Resolve email, chat, and social media customer inquiries.
• Forward and elevate inquiries to relevant individuals and departments.
• Update customer information as required.
• Document customer interactions and compile necessary information.
• Establish rapport with customers using positive language and anticipating needs.
• Recommend new products, services or offers by highlighting features and benefits.
• Gather insights from inquiries to improve customer support processes.
• Maintain confidentiality of information.

Skills

Customer service

Communication

English

Spanish

G Suite

Zendesk

Tools

Zendesk

G Suite

Job description

Mode.Inc is seeking a Customer Service Associate to assist customers with product, app, and offers questions via email, chat, and social media. You will play a key role in customer retention with a friendly, proactive approach and maintain knowledge of our products and policies.

You will respond to inquiries, resolve issues, and elevate concerns as needed while upholding confidentiality and delivering high-quality service.